How a financial institution improved traveler satisfaction with user-friendly digital solutions and messaging support
The Challenge
A large North American financial institution with an annual travel spend of $50 million faced growing employee dissatisfaction with their online booking tool (OBT) for corporate travel. The OBT was outdated and cumbersome, lacking the modern user interface and integrated communication features that travelers had come to expect. As their travel volume increased, the organization needed a more user-friendly, efficient, scalable way to support travelers—especially for simpler trip needs—without sacrificing service quality.
Additionally, the company had a diverse traveler base, spanning all age groups and seniority levels. While their corporate culture favored digital tools and communication channels, VIP travelers often required high-touch service. The client needed a travel management solution that could support both ends of the spectrum.
The Solution
The client switched from their existing OBT to the myCWT platform. They quickly embraced the full suite of tools, including the profile management system, mobile app, desktop platform, and integrated messaging (chat) support for travelers. This shift aligned perfectly with their company culture, where messaging is already a preferred mode of communication across departments.
The ease of accessing travel support through messaging proved to be a game-changer. Travelers were able to access assistance directly from the booking interface and read and respond to messages at their convenience. For more complex requests, they still had the option to call and speak with a travel counselor over the phone.
The client also opted for 24/7 service for their VIP travelers through a “follow-the-sun” model. While it was expected that these travelers might revert to traditional phone support, many preferred to chat via messaging instead of calling, demonstrating the platform’s effectiveness even for high-level executives.
The Results
The adoption of myCWT led to a significant improvement in traveler satisfaction:
- More than 70% of all bookings were self-serviced by travelers. The online adoption rate was even higher for simple, point-to-point trips, reflecting the ease of use of the myCWT platform.
- The convenience of CWT’s messaging service quickly made it the preferred support channel for travelers. Adoption of messaging support climbed 60% in the six months after it was introduced, including growing usage among VIP travelers.
- Overall traveler satisfaction increased significantly, with our messaging support channel achieving a customer satisfaction score of over 90%.
The client’s executive assistants and travel arrangers embraced the new tools, promoting them internally and encouraging widespread use.
Messaging support is much quicker than email or phone. Travel requests are fulfilled 4x faster through messaging than by email, and ~85% of CWT messaging interactions are answered in less than 3 minutes.
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